Manager, Client Support

JOB SUMMARYAs a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.ESSENTIAL DUTIES & RESPONSIBILITIESDetermine and align staff size and inbound/outbound associate workflow to call forecastingProviding leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadenceTracking and coaching team & tech leads on specified KPIs and performance goalsWork with Salesforce admin team on continued workflow/process improvementsFacilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)Handle escalated client calls to ensure client satisfaction and retentionKNOWLEDGE & REQUIREMENTSExcellent written and verbal communication skillsAbility to mentor and motivate othersAbility to adapt to change and provide stability for team members in an ever-changingenvironmentAbility to work well within a team environment and collaborate with others to achieve set goalsAbility to communicate well across all levels of the organizationTravel Requirements: Domestic and/or International, up to 10%EDUCATION & EXPERIENCE REQUIREMENTSMinimum years of work experience: 8 years2-3 years of experience in a leadership role4 years customer service-related experience required preferably in a call centerenvironmentMinimum level of education or education/experience: Bachelors or equivalent workexperiencePHYSICAL REQUIREMENTSThe physical demands described here are representative of those that must be met by an employeeto successfully perform the essential functions of this job.Frequent sitting in stationary position at a deskOccasional standing, walking, stooping, kneeling, squatting, and climbing stairsOccasional twisting of bodyOccasional reaching by extending hands and arms in any directionOccasional lifting, pulling, or pushing #J-18808-Ljbffr